Customer Success Manager

About This Role

This role involves managing a portfolio of existing reseller customers for Starlink in Africa, focusing on business growth and relationship management. The Customer Success Manager will identify expansion opportunities, address issues hindering growth, and ensure customer satisfaction with Starlink's high-speed, low-latency internet service. The position requires building strong commercial relationships and working with complex accounts that may span multiple regions and products.

Responsibilities

• Own assigned Africa accounts from contract signature through onboarding, activation, day-to-day management, and long-term growth as the primary customer contact
• Hit revenue targets on time by tracking readiness, shipments, activations, and payments, and by raising risks early when dates or dollars may slip
• Keep internal systems current so account status, risk, and opportunity are visible in one place
• Monitor account health, including contract compliance, KPI performance, invoicing and tax, logistics, and the customer relationship, to prevent delayed cash or churn
• Set clear expectations with customers and partners on what SpaceX can and cannot commit to on timing and delivery
• Build account plans that define current state, a healthy account, and the next dollar of revenue
• Identify expansion, additional sites or kits, and new ways customers can use Starlink
• Facilitate leadership business reviews that connect Starlink performance to customer results
• Bring customer feedback into SpaceX and work with engineering, support, finance, and operations to reduce errors across accounts
• Help shape how we operate in Africa, including country-level priorities, onboarding, and growth
• Document processes that support expansion and scaling of the business

Requirements

• Bachelor’s degree in engineering, business, or a related field, OR high school diploma / equivalency certificate and 6+ years of professional experience in account management, customer success, business development, operations, or a technical customer-facing role
• 5+ years owning a defined book of business with accountability for customer health and revenue (retention, realization, expansion, or collections), not just project delivery
• 5+ years supporting customers on a technical product or service
• Professional fluency in English (written and spoken)

Nice to have:

• Experience working in Africa, including multi-country accounts, local billing or tax, regulation, or selling through partners
• Professional fluency in French, Portuguese, or Arabic
• A track record of growing revenue inside existing accounts, such as expansion, additional sites, or new ways the customer uses the product